Commit 269f26be authored by Vojtech Sodoma's avatar Vojtech Sodoma

3026 Agent context must be the same as user's line context

Rework Contact Center > Agents
parent e4e00fe7
......@@ -2,10 +2,7 @@
Agents
******
Introduction
============
*A call center agent is the person who handles incoming or outgoing customer
*A call center agent is the person who handles incoming or outgoing customer
calls for a business. A call center agent might handle account inquiries,
customer complaints or support issues. Other names for a call center agent
include customer service representative (CSR), telephone sales or service
......@@ -16,49 +13,28 @@ Introduction
In this respect, agents in XiVO have no fixed line and can login from any registered device.
Getting Started
===============
* Create a user with a SIP line and a provisioned device.
* Create agents.
* Create a queue adding created agent as member of queue.
.. contents:: :local:
Creating agents
================
Service > Call center > Agents > General
----------------------------------------
These settings are specific for a given agent.
Service > Call center > Agents > Users
--------------------------------------
These settings are specific for a given agent.
Service > Call center > Agents > Queues
---------------------------------------
These settings are specific for a given agent.
===============
* Create a user with a SIP line and a provisioned device
* Select agent group in :menuselection:`Services --> Call Center --> Agents`
* :menuselection:`Add an agent` from the dropdown menu
Service > Call center > Agents > Advanced
-----------------------------------------
*General* tab:
These settings are specific for a given agent.
* :guilabel:`Context` must be the same as the associated user's line context.
If you change context of an existing agent, the agent must relog to apply the change.
*Users* tab:
Service > IPBX > General settings > Advanced > Agent
----------------------------------------------------
* Associate the agent with the user (with SIP line and a provisioned device)
These settings are global for all agents.
Agent with external line
========================
************************
XiVO system agents can be external to the system, the agent can use it's personal PSTN line, mobile phone or a terminal
connected to some other PBX system. We call these remote lines external line. The same agent can login to a standard
......@@ -93,3 +69,21 @@ The agent has to login using the custom line, the standard ccagent features are
some phone control features are not available - the agent can't answer, put on hold or transfer calls from the ccagent
interface. On the XiVO side, please ensure that the call distributed to the agent is canceled if the agent doesn't answer
before the call is answered by for example the voicemail.
Assigning agents to queues
==========================
There are three ways to assign agents to queues:
* From :ref:`ccmanager`
* Assign one agent to any selection of queues: :menuselection:`Services --> Call Center --> Agents --> Edit --> Queues`
* Assign any selection of agents to a queue: :menuselection:`Services --> Call Center --> Queues --> Edit --> Members`
Global settings for all agents
==============================
This option can be set in :menuselection:`Services --> IPBX --> General settings --> Advanced --> Agent`:
* Autodisconnect if channel unavailable
Markdown is supported
0% or
You are about to add 0 people to the discussion. Proceed with caution.
Finish editing this message first!
Please register or to comment